Listed below are the responsibilities this role will be primarily responsible for:

To learn and be given training in the required skills and responsibilities over the term of the apprenticeship to then be able to undertake the full range of duties listed below:

To study and achieve the ICT qualification relevant to the apprenticeship

To enhance the post holder's knowledge and skills around application development, maintenance and support

To develop knowledge around website design and development

To develop knowledge around servers, networks and telecommunications

To develop the post holder's knowledge and skills to install, connect, support, maintain, repair and manage ICT hardware, and provide support to customers and ICT staff

To develop an overall understanding of the ICT service as a whole

To develop post holder skills in maintaining a high degree of customer service when dealing with both internal and external queries

To develop the post holder to resolve customer incidents and be proactive when dealing with customers

To develop post holder's knowledge and skills to maintain accurate manual and electronic records relating to all work carried out and produce relevant documentation where appropriate

To develop individuals to be proactive, to be able to work both in a team and sometimes alone

To develop the individual's ability to work logically and methodically, often under pressure to set deadlines

To develop the individual's attention to detail and the ability to deliver what is required, when it is required

To encourage individuals to be open to change and always focus on the requirements of the business

To develop individuals to have a flexible approach to work and to assist other staff to ensure that the needs of the customer are met

Observe and adhere to the communications standards in operation within the Service

Meet agreed performance standards in relation to the post

Ensure work carried out follows agreed procedures

To attend training as determined appropriate by the Council in relation to working practices and the apprenticeship programme

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist, where appropriate and necessary, with the training and development of fellow employees.

All employees have a responsibility of care for their own and others health and safety.

The above is not exhaustive and the post holder will be expected to undertake any duties which may reasonably fall within the level of responsibility and the competence of the post as directed by management.

Variation may also occur to the duties and responsibilities without changing the general character of the post.

COMMON DUTIES AND RESPONSIBILITIES:

Quality Assurance

To set, monitor and evaluate standards at individual, team performance and service quality so that the user and the Service's requirements are met and that the highest standards are maintained

To establish and monitor appropriate procedures to ensure that quality data are reported and used in decision making processes and to demonstrate through behaviour and actions a firm commitment to data security and confidentiality as appropriate

Communication

To establish and manage the team communications systems ensuring that the Service's procedures, policies, strategies and objectives are effectively communicated to all team members

Professional Practice

To ensure that professional practice in the team is carried out to the highest standards and developed in line with the Service's stated objectives of continual improvement in quality of its service to internal and external customers

Health and Safety

Manage health and safety in their area of responsibility in accordance with the relevant section(s) of the Corporate/Service Health and Safety Policy and to ensure that the Health and Safety policy, organisation arrangements and procedures as they relate to areas, activities and personnel under your control are understood, implemented and monitored.

Appraisal

All members of staff will receive appraisals and it is the responsibility of each member of staff to follow guidance on the appraisal process

Equality and Diversity

As an organisation we are committed to promoting a just society that gives everyone an equal chance to learn, work and live free from discrimination and prejudice. To ensure our commitment is put into practice we have an equality policy which includes responsibility for all staff to eliminate unfair and unlawful discrimination, advance equality of opportunity for all and foster good relations

These policies apply to all employees of Durham County Council

Confidentiality

All members of staff are required to undertake that they will not divulge to anyone personal and/or confidential information to which they may have access during the course of their work.

All members of staff must be aware that they have explicit responsibility for the confidentiality and security of information received and imported in the course of work and using Council information assets. The Council has a Personal Information Security Policy in place

Requirements and prospects

Desired skills

Essential

Good ICT Skills

Ability to analyse and solve problems

Have an interest in ICT

Ability to follow instructions

Willingness to work as part of a team

Ability to communicate effectively, both orally and in writing

Commitment to quality

Commitment to customer services

Desirable

Ability to plan and organise work

Enjoy working to deadlines and under pressure

Awareness of the Council's role

Personal qualities

Essential

A willingness to listen and learn

A desire for further professional and personal development

Pleasant manner when dealing with colleagues and customers

Tactful, discreet

Flexibility, enthusiastic, self-motivated

Desirable

Ability to travel between sites

A full driving licence

Desired qualifications

Essential

Either have or expect to achieve 4 GCSE's at Grades A-C/9-4 including maths & English or hold an equivalent and relevant qualification

Future prospects

Possible progression

Things to consider

Your normal place of work base will be County Hall however, you may be required to work at any of the Local Authority offices in County Durham i.e. Meadowfield, Tanfield or Seaham, as part of this apprenticeship programme

For more information on the National Minimum Wage for Apprentices please visit https://www.gov.uk/national-minimum-wage-rates